Outlook 365 not recognizing password for Shaw email account.

Tam 20 Reputation points
2025-08-05T04:48:47.9433333+00:00

The password is correct and works on Shaw Webmail. It stopped working suddenly. One profile is still working in Outlook while this one is not. I have checked with Shaw technical support and everything is good on their end.
Outlook is up to date, I have cleared credentials, I have tried repair Outlook but it won't let me because it doesn't recognize the password. Last, I have deleted the profile and I cannot add it back because it does not recognize the password.
What is the issue?

Outlook | Windows | Classic Outlook for Windows | For education
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  1. Vivian-HT 3,055 Reputation points Microsoft External Staff Moderator
    2025-08-06T00:28:29.77+00:00

    Dear @Tam,

    Thank you for your response! 

    I truly appreciate your solution sharing. I'm glad that your issue has been resolved.

    Moreover, I also truly appreciate your patience and effort in seeking a solution. Therefore, I would make a brief summary of this post so that other forum members could easily find useful information here:  

    Issue Summary

    • Email Provider: Shaw (@shaw.ca)
    • Problem: Outlook 365 stopped recognizing the correct password for one Shaw email profile.
    • Symptoms:
      • Password works fine on Shaw Webmail.
        • One Outlook profile still works; the affected one does not.
          • Outlook is up to date.
            • Tried clearing credentials, repairing Outlook, and deleting/re-adding the profile — but Outlook still fails to authenticate.
    • Shaw Support: Confirmed everything is fine on their end.

    Solution

    • The root cause was a disabled IMAP setting in Shaw Webmail.
    • Re-enabling the “Allow IMAP” option resolved the issue.
    • This problem has reportedly become more common since Rogers merged with Shaw, causing technical disruptions.

    Note: As other users will also search for information in this community, please kindly accept this as answer, your valuable vote up will definitely also help other users who have similar queries easily to find the correct channel and useful information more quickly.  

    I hope this information is helpful. Thank you for your patience and your understanding.

    If you have any questions, please feel free to reach out.

    I'm looking forward for your reply.


    If my answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

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  1. Vivian-HT 3,055 Reputation points Microsoft External Staff Moderator
    2025-08-05T06:17:03.82+00:00

    Dear @Tam,

    Thank you for posting your question in the Microsoft Q&A forum.

    I understand that technical issues can be frustrating, and I’d love to help you resolve this. Before giving you the best solution, could you please confirm these questions below to help me diagnose the issue more effectively: 

    • What version of Outlook are you using?
    • Does your account use an @outlook.com/@hotmail.com email, or is it a work/school account (e.g., @company.com)? 
    • Are you on a corporate network or home network?
    • Have there been any recent changes or updates to your system that might coincide with this issue?
    • Are there any specific error messages you receive when trying to add the profile back to Outlook?
    • Is your Shaw email account set up using IMAP, POP, or Exchange in Outlook?
    • Do you have two-factor authentication (2FA) enabled on your Shaw account?
    • Are you using a VPN or firewall that could be interfering with Outlook’s connection? Sometimes network security tools block Outlook from reaching Shaw’s servers.
    • Have you recently changed your Shaw password or security settings? Even if it works on Webmail, changes might not have propagated to Outlook.

    In the meantime, here are some steps you can try to resolve this:

    Step 1: Ensure These Settings

    • Double-check that the username and password are entered correctly in Outlook. Sometimes, a small typo can cause issues.
    • Please ensure Outlook is updated and configured with correct IMAP/SMTP server settings.
    • Check internet connectivity and disable any VPN or firewall that might block server access.
    • Removing and re-adding the Shaw account in Outlook can resolve sync issues.

    Step 2: Clear Cached Credentials

    Go to Control Panel > User Accounts > Credential Manager.

    Look for any entries related to your Shaw email account and remove them.

    Restart Outlook and try to log in again.

    Step 3: Try the Microsoft Support and Recovery Assistant

    This tool can identify and resolve common issues. You can download it from here. Enterprise Version of Microsoft Support and Recovery Assistant

    Step 4: Recreate the Outlook Profile

    Step 5: Update Outlook and Check Compatibility with Condition Access Policies

    • Make sure Outlook is up to date with the latest patches and updates from Microsoft. Sometimes, connectivity issues are resolved in updates.
    • If you are under an organization, check if any conditional access policies might impact your sign-in process.

    Step 6: Test on Outlook Web or Mobile App

    I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.

    Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.

    I'm looking forward for your reply.


    If my answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.User's image


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